Senior Duty Officer

Overview of Role

The Senior Duty Officer will be part of a small team which provides daily Duty Management cover at Titanic Belfast and SS Nomadic. This is a critical team responsible for overseeing the day-to-day operations of the building, ensuring all activity runs smoothly with a strong focus on health and safety, operational efficiency, staff and building presentation, and effective communication between staff and with visitors.

With a strong focus on leadership, crisis management, and strategic planning, the Senior Duty Officer will ensure smooth daily operations while continuously enhancing the visitor experience. They play a vital role in maintaining efficiency, resolving operational challenges, and ensuring all departments work seamlessly together. Through proactive management and a commitment to excellence, they help to drive the success of Titanic Belfast’s guest-facing operations, ensuring a world-class experience for every visitor.

While carrying out the Duty Management role, they will liaise with all departments to ensure teams are fully informed and up to date on planned events and activities across the building, the external plaza area, and SS Nomadic. They will be responsible for responding to emergencies, activating evacuation protocols, and managing the business effectively during their duty shift.

In addition to their Duty Management responsibilities, the Senior Duty Officer will also take ownership of specific areas outside of the daily rota, contributing to the wider operational and strategic goals of the organisation.

A robust benefits package includes generous incremental holiday allowances and company sick pay scheme, access to a Private GP service, employee assistance programme, and a range of benefits and discounts with high street and local partner organisations.

Main Duties and ResponsibilitiesDUTY MANAGEMENT

• As part of the Duty Management function, the Senior Duty Officer will be responsible for the overall management and seamless daily operation of Titanic Belfast and SS Nomadic during their shift. This includes leadership, operational oversight, guest experience, crisis response, and collaboration with internal and external stakeholders to uphold the highest standards of service and safety.

STRATEGIC LEADERSHIP & TEAM DEVELOPMENT

• Act as a key decision-maker during daily operations, ensuring the highest standards of safety, service, and guest satisfaction.
• Drive Visitor Satisfaction (VSATs) targets by developing and implementing strategies that enhance the overall visitor experience.
• Collaborate closely with all departments, particularly Facilities, Housekeeping, and Security to:

OPERATIONAL EXCELLENCE & GUEST EXPERIENCE

• Oversee all guest-facing areas including the Titanic Experience, Galley Café, Pantry, Retail Store, Hickson’s Point, and SS Nomadic, ensuring an exceptional and cohesive visitor journey.
• Lead the daily One Team Briefings, setting clear operational priorities and promoting cross-departmental alignment.
• Conduct daily venue inspections, proactively identifying and resolving any potential issues before they impact the guest experience.
• Champion a guest-focused culture by ensuring feedback is acted upon promptly and used to inform continuous improvement.

CRISIS & RISK MANAGEMENT

• Serve as the lead for the Emergency Evacuation Strategy when fulfilling Duty Management shifts, coordinating swift and effective responses to incidents and emergencies.
• Oversee incident management, ensuring full compliance with all safety and security protocols.
• Conduct or support risk assessments when required, identifying potential hazards and implementing appropriate control measures.

GOVERNANCE, COMPLIANCE & STAKEHOLDER ENGAGEMENT

• Ensure full compliance with all relevant policies and regulations, including Health & Safety, GDPR/Data Protection, and company procedures.
• Act as a professional representative of Titanic Belfast when engaging with visitors, stakeholders, and clients.
• Undertake additional responsibilities as directed by the Head of Operations or members of the senior leadership team.
• Maintain the highest standards in team leadership and professional conduct, creating a supportive working environment that reflects Titanic Belfast’s organisational values and expectations.

Additional ResponsibilitiesHEALTH & SAFETY

• Support the implementation and monitoring of health and safety policies and procedures across the site.
• Conduct regular checks and work with relevant departments to ensure ongoing compliance and safe working practices.

UNIFORM & PRESENTATION STANDARDS

• Ensure all crew members adhere to uniform guidelines and maintain a professional appearance in line with Titanic Belfast's brand and presentation standards.

TRAINING SUPPORT

• Assist in the induction and ongoing training of crew members, ensuring they are well prepared to deliver a world-class visitor experience.
• This may include on-the-job mentoring, participation in training delivery, and identifying skills development needs.

CLEANING STANDARDS AUDITS

• Conduct regular audits of cleanliness and presentation standards across all visitor and staff areas, working closely with the Housekeeping department to address any issues promptly and uphold the organisation’s expectations.

ESSENTIAL CRITERIA

• Experience: Minimum 2 years in a Duty Management/Supervisory role within a high-volume, customer-facing environment.
• Leadership & Team Management: Proven ability to lead, inspire, and manage teams effectively in a fast-paced setting.
• Customer Service Excellence: Strong track record of delivering exceptional service, handling feedback professionally, and enhancing visitor experience.
• Operational Expertise: Experience overseeing venue operations, optimising visitor flow, and ensuring smooth front-of-house coordination.
• Health & Safety Compliance: Knowledge of Health & Safety regulations, risk identification, and compliance enforcement.
• Problem-Solving & Decision-Making: Ability to address operational challenges and make sound decisions under pressure.
• Clear and concise communication skills.